System Support Specialist

At DUAL North America, our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.
The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.

DUAL North America, Inc. is seeking a

• Classification: Exempt/Full time (Eastern Time working hours)

• Reports to: System Support Supervisor

• Salary: $70,000.00-$85,000.00

Role overview

DUAL North America is seeking an System Support Specialist.

The System Support Specialist is responsible for troubleshooting errors, researching and resolving unexpected results, and triaging requests related to the Policy Administration Systems. Candidates should have strong technical and business skills to complete work across several systems, processes, and entities. This person will be exposed to both the technical and business sides of our company as they support our customers - our Underwriting teams, Accounting/Finance team, and other key decision-makers. This position exists within the Information Technology (IT) team.

Role responsibilities

• Provide support for the Policy Administration Systems within DUAL North America

• Troubleshoot unexpected results including carrier program configurations, raters, forms management, or changes to system workflows

• Monitor support ticket queue with customer-first mentality

• Communication with users regarding additional details to complete requests

• Manage Policy Administration System user roles/permissions settings

• Work closely with developers and project collaborators to ensure requirements are met

• Communicate effectively on system issues with vendors, maintain positive vendor relations

• Participate in System Testing, User Acceptance Testing (UAT) and Functionality Testing

• Maintain documentation to all processes and workflows

• Troubleshoot Microsoft SQL job error notifications and request updates to existing stored procedures as needed

Key requirements

• Bachelor’s degree in Business, Information Systems, or related field preferred

• 1-3 years of experience in the insurance industry OR an IT support role

• Knowledge of insurance, accounting, and rate-making concepts

• Effective written and verbal communication skills and general understanding of business writing

• Demonstrate attention to detail

• Self-motivated with the ability to work independently for extended periods

• Experience working in a “paperless” environment preferred

• Familiarity with common insurance industry terminology for database mapping projects

• Support request management experience preferred

• Proficiency in Microsoft Office Suite

  • Intermediate Excel skills preferred

• Must be able to remain in a stationary position 50% of the time, with occasional movement in the office to access cabinets and equipment

• If you do not meet all the qualifications for this role, we still encourage you to apply, as we are always looking for diverse talent to join our growing team

What we offer:
A career that you define. Yes, we offer all the usual rewards and benefits - including medical, dental, vision, a wide variety of wellbeing offers, competitive salary, unlimited PTO, 401k with company match, paid volunteer days and more.

We provide an environment where new ideas are encouraged and celebrated, where people who want to have a real hand in our success thrive. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

EEO Statement:
We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect. DUAL North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. DUAL will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.